DrupalCon 2013 Making Support Fun & Profitable
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The document discusses strategies for effective support in Drupal development, emphasizing the importance of building strong community connections and fostering trust among clients and developers. It identifies common issues that affect project success and highlights approaches to manage technical challenges and promote sustainable practices. Key themes include the necessity of clear communication, proper planning, and avoiding technical debt while ensuring collaborative learning and support routines.
![Lightning Round & Questions
1. What do you love about support?
2. "I would do anything for [client] love, but I
won't do that."
3. What is your most awesome/needed tool?
4. What is your biggest challenge/success?](https://image.slidesharecdn.com/drupalcon2013supportpresentation-130619105959-phpapp01/85/DrupalCon-2013-Making-Support-Fun-Profitable-49-320.jpg)
DrupalCon 2013 Making Support Fun & Profitable
- 1. Building Bridges, Connecting Communities Meghan Sweet, Anne Stefanyk, Scott Massey, Michelle Krejci Tuesday May 21, 2pm Making Support Fun & Profitable
- 2. Introductions Anne - Supporting the People in Support Michelle - Onboarding & Auditing for Success Meghan - Technical Support Scott - Support Design & Management
- 3. Who's in the Room?
- 4. Drupal support is a continuation of building out the website, adding features, optimizing, refining and updating.
- 6. Physical Needs Clients: issues that impact their primary website objective
- 7. Physical Needs Clients: issues that impact their primary website objective Developers: need yummy food, beverages and a great work environment
- 8. Safety & Security Clients: need to be able to trust you and communicate effectively with the team
- 9. Safety & Security Clients: need to be able to trust you and communicate effectively with the team Developers: need a gatekeeper or someone up the chain to turn to
- 10. Belonging Clients: Support routines help clients relax
- 11. Belonging Clients: Support routines help clients relax Developers: team collaboration and collective learning
- 12. Esteem Needs Clients: empowered with more knowledge & resources
- 13. Esteem Needs Clients: empowered with more knowledge & resources Developers: empowered by solving hard problems and working autonomously
- 14. Actualization When support heads towards stress free, calm work... support becomes fun and profitable
- 16. Survey of 365 IT managers found that of all projects: - 16% successful - 31% were impaired or cancelled - 53% were deemed "project challenged" The CHAOS report
- 18. - Content not available to Drupal, which likes to manage that sort of thing. - Does not scale. - Theme lives inside content editor's head. QUICK CHECK: turn off the WYSIWYG and see what happens.
- 19. Hide & Seek PHP
- 20. - Cannot cache. - Cannot easily trace. - Does not export well. QUICK CHECK: turn off PHP filtering
- 22. If it is not immediately clear what a custom module does, it could mean a black hole of support. QUICK CHECK: Sorry, there's not. Run some scripts that check for complexity and best practices. Then try good 'ole looking at the code.
- 24. Uh oh. This developer never read any documentation ever. Proceed with caution. QUICK CHECK: Look at what modules are enabled, see if you can find them.
- 26. Yes. Yes, we do.
- 28. Until then... Look for shops or contractors with a View-to- Support mentality. Have one yourself. Put all config in code: - Features - Configuration - Role Export, Block Export, Strongarm, etc. Test your shit.
- 29. "Given enough eyeballs, all bugs are shallow."
- 30. Prevention is Better than Cure
- 31. Drupal is an ecosystem
- 32. Its dynamic. Timelines, budgets, servers, core/contrib, team's abilities. Deal with what you have and don't have Stretching it only makes it worse later. Drupal is an ecosystem
- 34. 01. Overriding your overrides 02. Abandoning modular structure 03. Adding more hastily 04. Coding rather than training 05. Scattering code 10 Drupal Diseases
- 35. 06. Features without a workflow 07. Patching without sharing 08. Not leaving a trail 09. High coupling 10. Ignoring api.drupal.org 10 Drupal Diseases
- 36. Follow the established development philosophy Play to your strengths and client's true needs Escalate when needed Non-invasive procedures
- 37. What is sustainable? Avoid technical debt Both sites of the continuum are right / wrong sometimes Moral compass of technical decision making
- 38. Most of response time is figuring out what's broken. Can I reproduce this reliability? Analyze causes/effects. Propose solution. Analyze cost/benefit. Response time
- 39. Keep it simple, keep it sane. Ideally your whole team can deploy. Drush aliases and ssh config for the win. Deployment
- 40. Keep it simple. If it can't be simple, make it very clear.
- 42. Run the table. Don't let it run you.
- 44. The 3 "R"s: Read it, wRite it, Repeat it.
- 45. Support Design ITIL/ITSM -Strategy -Design -Transition -Operation -Continual Improvement "Build Quality into the process." -W Edward Deming
- 46. Design Specifics “Do nothing that is of no use” -Miyamoto Musashi -No PM Workflow -Can your SE draw the process? -Get a PSA application -Monitor & Automate
- 47. Contract Design -Deliverables are "achievables" -Risk is your guide for agreement type. -Templates, not snowflakes (menu: the vortex in atlanta)
- 48. -Empower Team -Don't ignore burnout Building a Successful Brigade
- 49. Lightning Round & Questions 1. What do you love about support? 2. "I would do anything for [client] love, but I won't do that." 3. What is your most awesome/needed tool? 4. What is your biggest challenge/success?
- 50. Building Bridges, Connecting Communities Evaluate this session at:portland2013.drupal.org/ session/making-support-fun-and-profitableThank you! What did you think?